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IDC Financial Insights points to an ironic twist in the surge of data-driven automated intelligence in financial services: that the big, new and exciting technologies under the spectrum of Intelligent Automation – from cognitive channels, to business process re-engineering, to artificial intelligence in all its forms, that are expected to change the face of financial services, will put the customer at the centre of financial services. 2019 will be the year when hyper-personalization and segmentation of one becomes humanly possible!